Category: Service Recovery
Rephrase this common question and get better guest feedback
Yesterday morning I returned a rental car after a quick trip to the IROC conference in Foley, AL. I pulled into the Alamo rental car return at the airport in […]
Optimizing Your Guest Feedback Loop
When it comes to consumer insights in the attractions industry, guest experience data is a hot topic. But how do you know which insights are the right ones, and how do […]
Eliminate “Let me get the manager” in 3 steps
I recently spoke at a conference on the topic of guest experience. During my presentation, I briefly touched on how service recovery can be so effective that guests who complain […]
12 Amazing Things Delta did During an Unusual Travel Experience
To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]
AP Podcast Episode 57 – An exciting MAILBAG episode about guest recovery and developing young leaders
Is it still a “mailbag” episode if the question comes from Twitter? YES!! This mailbag episode is in response to the following question that come in from Twitter: “Big fan […]
A Gallon of Milk in a Heat Wave
What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]
AP Podcast – Episode 26: Matt & Josh talk about first jobs, first cars and work-life balance
Matt and Josh cover a lot of ground in this episode! First cars, first jobs, fun industry memories and of course, some queries from YOU! Work/life balance and ride unavailability […]
Responding to Complaints Online: a 4-Step Approach
Josh Liebman Josh Liebman specializes in guest experience within attractions, tourism, and hospitality, including service standards, complaint resolution, and driving guest loyalty. Josh is a serial entrepreneur, podcaster, consultant, and […]
LAST: The Proven Service Recovery Model
Complaint resolution and service recovery aren’t just about what you’re giving the guest, but also how you’re delivering it to them. The most effective method for communicating service recovery is […]